Supplier Quality Program Manager

Overview



Supplier Quality Engineer/Program Manager required to support AppleCare service & engineering operations for iPod and iPhone in the EMEIA region.

The successful candidate will need to have a combination of proven supplier and project management skills, a strong technical/engineering background, and quality management experience. The person will have a strong working knowledge of electronic devices and a detailed understanding of the associated manufacturing and test processes. As our key deliverable is customer satisfaction (CSAT), proven success in driving continuous process improvements is a distinct advantage.

The job requires a high degree of cross functional interaction, both internally and externally, on a global basis.

The successful candidate must be willing to dynamically adjust their role and responsibilities as the business requirements evolve.

Although this position will be based in Cork, Ireland, there will be extensive travel required to support the service supply chain.





Key Tasks/Responsibilities:



• Own the performance of Apple’s screening and repair operations, from a product quality and process control standpoint.

• Pro-actively add value to the customer experience.

• As our products become increasingly feature-rich, work with global Engineering team to develop efficient, robust, cost effective solutions.

• Develop existing reporting to meet business needs and develop new reports/metrics to enable us to manage effectively.

• Extract data/ reports and perform analysis of customer CSAT feedback to identify underlying issues and root causes.

• Develop action plans to drive iPod & iPhone CSAT to over 90% on a continuous basis.

• Drive global consistency in operational execution and reporting.

• Manage projects to improve product return rates and CND/No Trouble Found rates for return of product, regionally and globally.

• Work with the OEMs to incorporate their feedback into continuous improvement initiatives.

• Ensure the seamless introduction of new products and technologies.

• Review and validate any non-conformances. Liaise with Supplier to develop and implement immediate and long term corrective actions.

• Develop quality metrics (KPI’s) and reports to measure supplier quality performance.

• Liaise directly with the AppleCare’s global business and operational management teams to ensure achievement of quality goals and CSAT improvements

• Develop a weekly supplier performance dashboard.

• Visit Apple Suppliers on a regular basis to drive quality and cost improvement initiatives.

• Drive and support Apple’s global engineering projects and initiatives.

• Liaise closely with Supplier reps and engineers supporting EMEA. Ensure all activities taken by them are in the interests of Apple and adding value to overall customer service.

• Approval of receiving inspection and first article inspection (FAI).

• Ensure timely implementation of material purges, and subsequent disposition and control of material flow in and out of MRB, with minimal business interruption.

• Provide support for screening / repair operations, e.g. equipment sourcing, setup, training, calibration, audits.

• Review and approve engineering change requests.





Experience and education:



• At least 5 years experience within the high tech. industry, actively involved in Quality and Project management.

• Third level qualification (degree/ diploma) preferred, in Project Management or Engineering (Manufacturing/ Electronic/ Computer/ Quality/ etc.)

• An ability to apply problem solving / six sigma tools & techniques

• Demonstrable industry experience of delivering successful process improvements.

• Must have technical background or proven skills in Engineering

• Experience of managing cross functional teams / projects

• Working knowledge of quality management systems.

• Excel & database reporting expertise essential.





Skills and Attributes:



• Proven success in driving continuous process improvements a distinct advantage.

• The person would need to have strong people and supplier management skills.

• Must be able to question and not accept the status quo. Must be highly motivated, energetic, eager to learn and results driven.

• Ability to travel is critical, up to 50% at certain times

• Be a customer-focused individual who enjoys problem solving

• Have a professional mindset and attitude.

• Very good communication skills essential: ability to listen and take control of the conversation.

• Must have organizational skills and a professional attitude to follow though as promised.

• Must be assertive with the ability to lead and influence others.

• Be able to prioritize tasks efficiently and know how to deal with pressurised situations.

• Be decisive and innovative when resolving customer issues